Relationship between staff selection and training based upon TQM principles and guest satisfaction with service quality in hotel settings

Chartrungruang, Bung-On
(2002)
Relationship between staff selection and training based upon TQM principles and guest satisfaction with service quality in hotel settings.
PhD thesis, Victoria University of Technology.

Abstract

This thesis proposes a theoretical model that aims to explain the relationship between staff selection and training based on the principles of Total Quality Management
(TQM) and guest satisfaction in 4-5 star hotels in the USA and Australia and Thailand. This exploratory research aims to generate emphical evidence concerning the relationship between TQM, guest satisfaction and human resource performance.